Marketing and Customer Success Lead, Quest

Nova Pioneer is looking for a superstar Marketing and Customer Success Lead, Quest. As the Marketing and Customer Success Lead, Quest,you will own Quest's growth, community, and customer experience. While the team is still lean, you will bridge marketing, partnerships, and customer support, driving awareness, engagement, and adoption of Quest across schools and learners. You will help establish Quest as a trusted platform while serving as the primary point of contact for user communications and community engagement. This is a hybrid working position with a commute to our school campuses from time to time. Our school campuses are located in Tatu, Athi and Eldoret. ABOUT NOVA PIONEER Nova Pioneer is a pan-African network of schools reimagining education to develop innovators and leaders who will shape the future. With campuses across Kenya and South Africa, we deliver rigorous, values-driven learning that equips students with the skills, mindsets, and confidence to thrive in a rapidly changing world. We are extending this impact through blended digital and in-person programmes that help young people thrive after school. ABOUT QUEST Quest is a learner-facing platform being built to support Nova Pioneer's Post School Success Programme (PSSP). The initial MVP focuses on one clear learner journey: helping high school students explore post-school pathways, complete guided quests, submit work, and receive structured feedback (including AI-supported feedback).We are building one meaningful learner loop, tightly integrated with offline school programmes. Clarity, safety, and usability matter more than feature volume. About the Role As the Marketing & Customer Success Lead on Quest, you will own Quest's growth, community, and customer experience. While the team is still lean, you will bridge marketing, partnerships, and customer support, driving awareness, engagement, and adoption of Quest across schools and learners. Working closely with the product, partnerships, and marketing teams, you will lead Quest's day-to-day marketing activities, manage relationships with schools and partners, support customer success, and ensure users have an excellent experience throughout their journey with Quest. You will help establish Quest as a trusted platform while serving as the primary point of contact for user communications and community engagement. This is a hands-on, field-facing role. You should be comfortable walking into a school, meeting the principal, pitching a Quest programme, and then following through with the marketing and operational work to make it successful. It combines marketing, customer success, community building, and field engagement into one role, which fits where Quest is today. KEY RESPONSIBILITIES Marketing & Brand - Execute Quest's marketing strategy across digital and offline channels. - Coordinate campaigns with Nova Pioneer's central marketing team and external agencies. - Create and manage marketing content, including social media, email campaigns, WhatsApp communications, newsletters, and promotional materials. - Manage Quest's online presence and ensure brand consistency. - Measure campaign performance and recommend improvements. School & Community Engagement - Build relationships with schools, principals, teachers, and education partners. - Promote Quest programmes and events to prospective participants. - Support recruitment for programmes such as Quest Camps, the Bridge Programme, and Quest Ascend. - Represent Quest at school visits, education events, and community engagements. Customer Success & Support - Serve as the first point of contact for learner and school enquiries via email, WhatsApp, and other support channels. - Resolve user issues or coordinate with internal teams to ensure timely resolution. - Maintain a high-quality support experience for learners and partners. - Identify recurring customer issues and work with the product team to improve the experience. Community Building - Grow and engage the Que…